By Megan Hottman We all know that providing an excellent customer experience is vital for business success. Customers expect interactions with your company to be … Read more
By Bob Grohs Chatbots are becoming increasingly responsible for assisting with customer service queries. Most customers have already used chatbots, whether they are aware of it … Read more
By Donna Fluss The pressure is on for enterprises to improve their customer experience (CX). Executives are trying, and many have spent more to enhance … Read more
By Kelly Doyle Did you know that retaining existing customers is far more cost-effective than acquiring new ones? It’s true. Substantial research shows that focused … Read more
By Daniel Fallmann As the demands and expectations of customers continue to rise, their tolerance level for poor service is dropping. Offering customers impeccable support … Read more
Real World Customer Service Stories to Inform Your Practices By Peter Lyle DeHaan, PhD For over twenty years I’ve written a “From the Publisher” column … Read more
By Donna Fluss Interaction analytics (IA) removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, … Read more
By Traci Haynes Homelessness in America occurs in every state and has many causes. According to the January 2017 Point-in-Time (PIT) count by the National … Read more
By Simon Black Jack Ma, founder of Alibaba, once advised, “Forget about your competitors, just focus on your customers.” As statistics highlight, dissatisfied customers not only cost … Read more
By Jeff Singman According to a recent research report by SalesForce, 84 percent of customers say the experience a company provides is as important as … Read more